Achieving Excellence Through People Delivering Superior Value to

Achieving Excellence Through People: Delivering Superior Value to Customers Michael Harkness & Marybeth Mc. Menemon

Introductions Michael Harkness Chief People Officer Marybeth Mc. Menemon Director – People and Culture

We design, build and support innovative technology solutions that create lasting experiences where people live, work and play. Design Build Support

Achieving Excellence Through People: Delivering Superior Value to Customers How does a company deliver excellence? You deliver excellence by delivering consistency through your people.

“To win in the marketplace, you must first win in the workplace” - Doug Conant, former CEO of Campbell Soup What does it mean to ‘win in the workplace’?

Employee Engagement most important — and often overlooked — way to ensure positive customer experience and satisfaction.

Employee Engagement What is Employee Engagement? We define engaged employees as: those who are involved in, enthusiastic about and committed to their work and work place. – Gallup Organization

Engagement in Action: • Go above and beyond and step up to help their coworkers ("I've got your back" mentality) • Have uplifting and positive comments • Are dedicated to the company • Have higher effort and quality of work

The Engagement Challenge • Gallup's 2017 State of the American Workplace poll: • 70% of employees are not 'engaged' at work • 18% percent are 'actively disengaged’ • 30% of employees feel engaged, connected and enjoy their employment Source – Gallup 2017 -survey on employee engagement

Why is it important? • Lower turner over • Decreased rates of absenteeism • Higher productivity and profitability Companies in the top quartile of employee engagement experience 10% higher customer ratings. Source – Gallup State of the American Workplace report

Employee engagement impacts customer satisfaction. Customer satisfaction impacts financial performance. Win the workplace, win the marketplace.

Electrosonic’s Story • Why now?

Electrosonic’s Story • Three Levers of Engagement! 1. 2. 3. Make our Team Leaders – The most Profound Source of Impact Better Invest in our Team Member’s Growth Maintain an Environment of Connection and Inclusion

1. Make our Team Leaders - The most Profound Source of Impact – Better.

2. Invest in our Team Member’s Growth

3. Maintain an Environment of Connection and Inclusion

Measuring How do we know it’s successful? People: • Increased Retention Rates • Increased Engagement Scores • Increased Referrals • Culture Change Customers: • Repeat Customers • Increased Partnerships • Growth (top and bottom) • New Business

Happy Employees = Happy Customers

Follow up Michael. Harkness@Electrosonic. com Marybeth. Mc. Menemon@Electrosonic. com